DELIVERY POLICY

We aim to dispatch most UK orders the following working day. During busy periods, please allow 2–3 working days. Major sales and new launches may take longer; any additional dispatch time will be shown on the relevant product listing.

We do not dispatch at weekends or on Bank Holidays. We are also closed during the last week of December. Orders placed during a closure are processed when we reopen.

UK delivery

UK orders are sent by Royal Mail 48h Tracked. Delivery is £3.99 for orders below £50, or free for orders of £50 or more after discounts. The delivery charge and available services are confirmed at checkout after you enter your address.

Dispatch time is separate from delivery time. Delivery estimates are not guaranteed and may be affected by busy periods or carrier delays.

You will receive an order confirmation after placing your order and tracking information when it is dispatched. Use the tracking link to check delivery updates and follow Royal Mail’s instructions if a delivery is missed.

For an address change, contact info@fwbeauty.com as soon as possible with your order number. We can only amend the address before dispatch; changes may not be possible once the parcel is with the carrier.

If tracking has not arrived or your parcel is delayed, contact info@fwbeauty.com with your order number, the name on the order and the order date. We aim to reply within 1–2 working days, although busy periods may take longer.

International orders:

Dispatching international orders are processed between 1-2 working days form our end. We use a third party courier finder called Parcel2go which enables us to find the most suitable courier service for your destination. Once your order has been dispatched, you will receive tracking information which you then will be able to check on the status / location and ETA of your order.

Please note that once your parcel has entered your country’s postal system, any holds, and/or charges put on by Customs Clearance are beyond our control and we are not responsible for payment of custom charges. The responsibility lies with the customer.

FWBeauty do not accept liability for delays on orders held at customs.​

If you do not receive tracking information within 3 working days or if you have not received your order within 11 working days, please contact us so we may look into this or contact the Shipping Company directly. Although it is rare for a parcels to go ‘missing’, it can sometimes happen and we will do our best to liaise with the postal system to locate your parcel. If in the unfortunate event of a lost package, we can only claim for the package after 25 working days. This is the maximum time we are given by the courier service to deliver international packages.

For any claims for "missing item(s)" - You are required to provide a photo image of the Paper Invoice received with your package as this is most crucial for us in order to proceed with a claim. Without this, claims can be delayed or even rejected. Please be sure to take images of all Packaging that came with your order and send this to info@fwbeauty.com as soon as possible. ("missing" item(s) must be claimed no later than 5 days from you receiving your package, If this is later than the timescale mentioned, the claim will unfortunately be void so we strongly advise all customers on checking their orders soon after they have been received)